Tone check and rewrite of a support reply

Get an honest assessment of a draft reply's tone, risks and clarity, then an improved version that keeps your facts intact.

Change note: Initial version

Prompt

Review my draft support reply before I send it.

Customer's message:
{{customer_message}}

My draft reply:
{{draft}}

Situation: {{situation}}
Desired tone: {{tone}}

Do the following:
1. Rate the draft from 1-10 on each of: empathy, clarity, ownership, tone match, and risk of escalation. One short sentence of evidence for each, quoting the exact phrase.
2. List phrases that could land badly (defensive, blaming, robotic, condescending, vague, or promising too much) and why.
3. Check for missing answers: does the draft respond to every question or concern in the customer's message?
4. Rewrite the reply with the smallest changes needed to fix the problems. Keep every fact, date and commitment from my draft unchanged; do not add new promises.
5. Show the changes as a short list of "was -> now" pairs.

Be direct. If the draft is already good, say so and change little.

Variables

• {{customer_message}}Customer messagelongrequired

  Default: I was told my replacement would ship in 2 days. It's been 9. Is anyone even working on this?

• {{draft}}Your draft replylongrequired

  Default: Hi, we apologize for any inconvenience. Replacements are processed in the order received. Our shipping team has a backlog. Please allow additional time. Thank you for your patience.

• {{situation}}Situationtextrequired

  Default: Warehouse delay; replacement now ships Thursday; first complaint from this customer

• {{tone}}Desired toneselectrequired

  Options: Warm and professional, Formal, Casual and friendly, Calm and firm

  Default: Warm and professional

Example output

**Scores**
- Empathy 3/10: "any inconvenience" minimises a 7-day delay.
- Clarity 4/10: "additional time" gives no date.
- Ownership 2/10: "backlog" and "order received" read as excuses.
- Tone match 4/10: stiff and scripted.
- Escalation risk 8/10: the customer asked "is anyone working on this?" and gets no answer.

**Risky phrases:** "apologize for any inconvenience" (boilerplate); "processed in the order received" (defensive); "Please allow additional time" (vague).

**Missed:** The question "is anyone working on this?" is never answered, and the missed 2-day promise isn't acknowledged.

**Rewrite**
Hi, you were told 2 days and it's been 9, and you're right to ask. Your replacement was delayed by a backlog in our warehouse. It's now scheduled to ship Thursday, and I'll send the tracking number as soon as it leaves.

**Changes:** "apologize for any inconvenience" -> "you were told 2 days and it's been 9"; "Please allow additional time" -> "scheduled to ship Thursday".

Notes

Scoring on separate dimensions with quoted evidence makes the feedback specific rather than generic. The 'keep every fact unchanged' rule means the rewrite never promises more than your draft did.